Troubleshooting and support
Investigate connection, provisioning, queue and licence issues using evidence from the service.
ESXi connection
Check the API address, 443/TCP access, the user role, certificate trust and whether the ESXi licence provides write access. Do not switch off trust protections globally to get around a certificate error; configure the correct certificate and trust chain.
Provisioning or queue is stuck
- Verify that the WISECP cron task runs every minute.
- Check template / OVA access, the free space on the datastore and the plan disk size.
- Review VMware Tools, the first-boot method and the network configuration in the guest.
- Verify that the IP pool has free addresses and that the excluded addresses are defined correctly.
- Read the queue and the event log before restarting a job that is in progress.
Licence does not appear active
Check the WISECP domain, the update key (1.7.0 only), the paid service due date, DNS, outbound HTTPS and the server time. Review the result of Re-check on the Licence and Updates screen. Setting the status field to active by hand does not replace a paid due date.
If the licence has expired, the management page shows only the licence section and customers see the notice “Server management is not available at the moment”. Renew the licence and press Re-check; running servers are not shut down in the meantime.
For a support ticket
Send the installed module version, the WISECP / PHP version, the time of the operation, the service number and the masked error message. Do not include passwords, the update key or API access details as plain text in screenshots.